Social Media Specialist

Role Overview
The Social Media Specialist serves as the primary execution lead across assigned enterprise social channels. This role owns the day-to-day publishing, content quality, community engagement, and escalation management for the organization's brand presences, operating across Facebook, Instagram, LinkedIn, X, and emerging platforms. Two Specialists sit within this team, each supporting assigned brand segments, and both report directly to the Manager, Social Media. The Specialists work in close partnership with the Manager to co-develop content strategy, build channel roadmaps, and contribute execution insights that inform planning. This role is the social team's experienced executor: capable of managing complex community situations, maintaining brand consistency across multiple channels simultaneously, and holding high editorial standards without sacrificing platform authenticity.

Roles & Responsibilities

Content Strategy Collaboration & Roadmap Input
Partner with the Manager, Social Media to co-develop channel content strategy for assigned platforms; contribute execution insights, platform-specific knowledge, and audience observations to inform content pillars, posting cadence, and format priorities.
Collaborate with the Manager to build and maintain channel roadmaps; provide input on what is working, what is underperforming, and what opportunities exist based on day-to-day platform experience.
Participate in quarterly roadmap reviews with business stakeholders; contribute performance context and channel-level recommendations to support the Manager's presentation.
Identify UGC opportunities on assigned platforms; flag strong candidate content, community moments, or organic advocacy to the Manager for evaluation and rights clearance.
Surface potential influencer and brand ambassador candidates identified through community monitoring; provide context on reach, engagement quality, and audience fit for Manager review.

Content Publishing & Execution
Own end-to-end publishing across Facebook, Instagram, LinkedIn, X, and emerging platforms, maintaining platform-specific formatting, voice, and cadence standards for each assigned brand.
Execute against approved monthly content calendars; support finalization of content inputs ahead of the third Tuesday of the month submission deadline.
Adapt content for platform-native formats, applying knowledge of what performs on each channel without departing from brand standards.
Collaborate with institutional marketing stakeholders and the paid media team to align organic content timing, messaging, and audience priorities.
Ensure all published content adheres to brand guidelines, disclosure requirements, and platform policies.

Community Management & Escalations
Manage inbound engagement, comments, and direct messages across all owned channels, maintaining a consistent, brand-appropriate tone.
Identify and prioritize high-value engagement opportunities across assigned brands and engage proactively with the right voice and intent.
Identify, triage, and resolve complex community issues and escalations; maintain and enforce a clear escalation protocol in coordination with Legal, PR, institutional marketing, and Student Services stakeholders.
Manage sensitive or high-visibility interactions with confidence, applying sound judgment on when to engage, escalate, or defer.

Sprinklr Platform Execution
Serve as a primary Sprinklr power user for publishing, engagement management, and social listening across assigned channels.
Operate within Sprinklr's governance and approval workflows; adhere to role-based permissioning protocols and content review SLAs established by the governance framework.
Use Sprinklr listening and analytics dashboards to monitor brand health, track engagement performance, and identify proactive outreach opportunities.
Manage Student Services escalations through the established Sprinklr workflow; ensure that inbound interactions involving financial aid questions, course concerns, preceptor placement issues, or other student-facing service matters are routed to the correct queue and that responses are delivered within the defined SLA.
Flag configuration issues, workflow gaps, or compliance concerns to the Manager.

Strategy Contribution & Documentation
Contribute to the development of brand voice guidelines, channel-specific content standards, and escalation playbooks as the team builds foundational governance documentation.
Pilot and refine new publishing processes, workflow tools, and content review protocols.
Bring actionable execution insights into monthly content planning sessions and quarterly strategy reviews with the Manager.

Cross-Functional Collaboration
Partner directly with institutional marketing stakeholders to align social content with campaign priorities, enrollment initiatives, and organizational announcements.
Coordinate with the paid media team to ensure organic and paid social strategies complement rather than duplicate one another.
Collaborate with the team on social content approaches that contribute to answer engine visibility, brand authority, and organic engagement goals.

Performance Expectations & KPIs
Content calendar on-time submission: 100% of monthly inputs delivered ahead of the third Tuesday of the month for all assigned brands.
Posting cadence adherence: minimum weekly post frequency per brand maintained consistently across all active platforms.
Community response rate: 90% of comments and direct messages responded to within 4 business hours across all owned channels.
Escalation response SLA: critical issues acknowledged within 2 hours; resolved or formally escalated within 24 hours.
Sprinklr compliance: publishing, response, and queue management within SLA targets as tracked in monthly Sprinklr reporting.
Roadmap input: channel insights and performance observations contributed to Manager on a monthly basis ahead of each planning cycle.

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